To Those Having Purchasing Problems

To Those Having Purchasing Problems

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By Peter (RL) - 17 Years Ago

Hi Everyone,

The reports that have been coming in from some members who have had problems purchasing through Element 5 (Digital River) may have caused some confusion to those who have placed orders or are thinking of purchasing iClone 3 or any other Reallusion software. Below is an update on the current situation:

According to Element 5 many of the problems have been caused by a technical error at German PayPal. E5 are aware of this and because of the problem are having to deal with many purchases manually and this has caused the slower than normal response.
Dispite what some have claimed on the forum, Digital River, of which Element 5 is a part, is the worlds leading Ecommerce provider. They offer a very secure service so no one should be concerned about placing orders through them.
Very few orders actually have problems, but if you do then you should first check the Element 5 FAQ page. http://esales.element5.com/ccc/index.html?publisherid=50277
If you are still encountering problems after checking and acting on the advice given in the FAQ then you can contact Reallusion's own sales department who can process orders manually if neccessary. Sales can be contacted by using the following email address. esales@reallusion.com

Hopefully the points above will answer any doubts you may be having about ordering from Reallusion. My thanks to Jacqueline Lin, who is the Internation Sales Manager at Reallusion for the above information.

====================================================
Sorry...this is Visconti...here is something to add to Peter's post

Recently, here were some members in trouble when purchasing through Element 5 system.
Fortunately, their problems have been solved by the support team.

During this period, here were also some arguments between members in a thread.
We apologize if there's any misunderstand resulted from this case.
Since the party suggests we close that thread which might make any bad feelings, we have hidden this thread.
And we hope everybody can still have quality conversation and good service here.

Best wishes
Visconti

By wires - 17 Years Ago

The companies under investigation by the State Prosecutor are the Süddeutschen Klassenlotterie (SKL) and LottoTeam Köln. This has nothing to do eith Element 5.

Gerry

By dr_bernie - 17 Years Ago

wires (8/12/2008)

The companies under investigation by the State Prosecutor are the Süddeutschen Klassenlotterie (SKL) and LottoTeam Köln. This has nothing to do eith Element 5.

Gerry

I perfectly understand your point, but when it comes to protecting my money's safety I am not about to take any chances. I will simply not make any purchase from Digital River until things are perfectly clear.

This is the doctrine of preemptive strike: We don't have to prove they are guilty, but rather it is they who must prove they are innocent of any wrongdoing.

By anndee - 17 Years Ago

wires (8/12/2008)

The companies under investigation by the State Prosecutor are the Süddeutschen Klassenlotterie (SKL) and LottoTeam Köln. This has nothing to do eith Element 5.
Gerry

It's not correct what you write. Also the MV Consulting GmbH was under investigation and there are computers confiscated. And a consulting company may be involved in eCommerce, too.

To make it clear: I have not accused Element 5. I only reported about my experiences with this company and the fact, that they had saved my safety pin contrary their statement not to do it.

And that the staff of the call center under their fon number in Germany is very unfriendly. I remember the names of these unfriendly persons who talked with me as I would be a terrorist and not a customer of reallusion and it seemed that they had a problem, because I wanted to pay in USD and not in Euros......................

Also I reported, that I had a good support by reallusion, especially by Jaqueline Lin (Internatinal Sales Manager) and Peter Edwards ( Tutor ).

By wires - 17 Years Ago

The information that was "traded" contained Bank Account numbers of German customers, with accounts in German Banks, available to the companies mentioned above - that information also contained their Telephone numbers and the scam was run by first calling the person with a trick question and then withdrawing money from their account.

The scam has been blown, and the information is in the hands of the German police - people are being warned. This whole thing only affects those who have nothing better to do with their money except gamble.:crazy:

If you have never played online Lottery in Germany then you have nothing to worry about.

Members of the CIA and FBI probably know more about your Bank account and Credit Card than your own family - so why worry, everything is in safe hands.:P

By wires - 17 Years Ago

Also the MV Consulting GmbH was under investigation and there are computers confiscated.

Not according to this report on ARD.

Gerry

By dr_bernie - 17 Years Ago

wires (8/12/2008)

Members of the CIA and FBI probably know more about your Bank account and Credit Card than your own family - so why worry, everything is in safe hands.:P

I don't think you should take this matter jokingly, and you probably wouldn't if you ever were the victim of identity theft, as I once was.

Three years ago I was stupid enough to give my AMEX credit card # over the phone for a purchase, and next thing I knew there was over $3,000.- unauthorized charge on that card.

Fortunately AMEX was nice enough to agree that the purchased items were totally outside my purchase patterns and I got a prompt refund. I don't know whether AMEX ever investigated the matter or they just wrote it off as bad debt.

But trust me, identity theft is a very traumatizing experience, and one that should be taken very very seriuosly.

By TVstarmaker - 17 Years Ago

TO Peter Edwards
-----------------
Thank you for closing the other FORUM.
It was really a drag to talk issues when I wanted to
make by ICLONE 3 Masterpiece!
The problmes issues are now where they should be, moderated
by a RL Team Member.
The RL team is obviously on top of these issues- YOU GOT THE MESSAGE!!!
Now I can truly be OUT OF HERE and
concentrate on what I liked about
your corporation. YOUR SUPERIOR,
INDUSTRY LEADING, FANTASTIC,
ICLONE 3 - will see you there
when my first IC3 Masterpiece is COMPLETE!!!! (You know who:kiss:

By anndee - 17 Years Ago

wires (8/12/2008)

Also the MV Consulting GmbH was under investigation and there are computers confiscated.

Not according to this report on ARD.

Gerry

Okay, here is another report at n-tv, -and the name was told in different other TV stations- that the MV Consulting GmbH in Viersen sold the data and I found out that this company also is involved in a call center which has not only bank account data, but also credit card data. You only must google, to find it out,

As you write, it seems, that you don't use credit cards. So I only can understand, in which cool way you are posting about this serious matter.

By Wayne From Miller - 17 Years Ago

"Recently, here were some members in trouble when purchasing through Element 5 system.
Fortunately, their problems have been solved by the support team.":w00t:

Someone may have given you incorrect information. My problem has yet to be resolved.
I like everyone else waited for the delayed release but while waiting decided to go for the update for Crazy Talk, figured ...hey it would give be something to do till the new iClone was available.
After several attempts it finally went through, but no e mail download link, just e mails that Credit Card was Denied. Checked with credit card company and a payment was made to element5.com for $ 89.60 . Hmmm
No Crazy Talk no Refund.
Went ahead and tried to order Power Bundle Pack III Pro anyway similar snafu.
Numerous e - Mails 20 and counting.
My order status is undetermined. The last contact I made was to cancel all orders and refund or credit my account $ 89.60. At which time I will order Power Bundle Pack III Pro hopefully using snail mail and a check.
It was suggested that I e mail my credit card info to place an order, didn't seem a good like idea to me given the circumstances thus far.
My order history shows 3 rejected orders "Orders with a red strike through were either rejected, or the amount has been refunded to you."and 3 payment not received.
Thank You to those who are beta testing , when I eventually get the program all the bugs should be worked out.;)

By anndee - 17 Years Ago

@Wayne from Miller: Seems, you also came to this strange 5 elements company, right? I am really glad that I am not the only one who experienced such things like "credit card denied" and so. I spent hours to solve my problems to receive the software, I wanted.

And I cannot understand the statement on top of this thread. What have problems with paypal to do with credit card payments? These are two different things and thats no reason to apologize to refuse credit card payments. And: The credit card companies get no asks for debiting the card. What' s that? Unqualified Work. No, thats Fraud agianst RL and their customers.

BTW: I by myself worked with catching money from creditcards of my customers until 2005. I had a online- terminal, put in credit card data and some seconds later the amount was credited to me - or refused. That really cannot need 24 hours or more in 2008. :w00t:

By Peter (RL) - 17 Years Ago

Wayne From Miller (8/15/2008)

Hi,

Remember that if you are unable to sort out the problem with Element 5 you can contact Reallusion's own sales team who can process your order manually. Details are in the first post in in this thread.

By Wayne From Miller - 17 Years Ago

Anndee,
Honestly I have never had such a difficult time trying to resolve so simple a request.

Refund or Credit my account and sell me your product

No one has yet to acknowledge that someone has my money and I have no product or even confirmation of payment received ( other than my credit card company )

Peter ,
I have been e mailing back and forth with them the last 5 days and nights

By Peter (RL) - 17 Years Ago

Wayne From Miller (8/15/2008)

Hi Wayne,

I have passed on your purchase problems to the sales team and hopefully this will get resolved very soon.

By Wayne From Miller - 17 Years Ago

Peter,
Thanks maybe your input will help.

By Visconti - 17 Years Ago

Hi, wayne

The sales team has been notified about your request.
They will contact you soon.

Thanks for being patient

Best wishes
Visconti

By Lionheart - 17 Years Ago

Hi all.

I have now got Version 3! Woohoo.

Rang the Element 5 number in USA and they took my card details manually and it went straight through. From what I could work out, the problem is somewhere between the Element 5 Payapal checkout and bank verification. Hope this info is of use.

Be warned though - a million "How Do I...." are on the way!

By Jackly86 - 17 Years Ago

Hi Wayne,

It's me Jackie again. I've sent a message to you via online support form.
Please check if you have receive the message and let's get the transaction done after confirming the payment details.

Cheers
Jackie

By Wayne From Miller - 17 Years Ago

Hi Jackie,
Received and Replied.

By Wayne From Miller - 17 Years Ago

Hello Visconti
Thanks they're working on it ..... trying to confirm my previous payment of $ 89.60 is the only fly in the ointment.
Wayne

By DELETED2 - 17 Years Ago

Oddly Element 5 in Germany were spelt out in a concise post that explained the failing technologies they were using as admitted by a member of staff not just to myself but the origin of the post now missing.

That Purchaser called America on the following number.

I ALSO called the same number number.

Customer Service USA: 1-800-406-4966

IMMEDIATELY after entering data in the element 5 system (having used 6 credit cards and a seventh in England three times and been refused on them all.) and found that 4 minutes later I had email with links inside for my iClone3 download.

I had wasted 3 days with Element 5's German office.

So, now I will call America's helpdesk and get issues cleared manually again as before.

They're very efficient there.
Instant service.
Courteous... of course.
And effective and efficient.

WHY then would the post that spelt this out as a simple efficient solution to the issue of failings in germany......... have been removed. !!!!!!

By Peter (RL) - 17 Years Ago

Armstrong (8/16/2008)

WHY then would the post that spelt this out as a simple efficient solution to the issue of failings in germany......... have been removed. !!!!!!

The original thread on this subject was removed at the request of the original poster.

By DELETED2 - 17 Years Ago

Thanks for that Peter.

I couldnt work out how potentially the efficient solution to so many complaint-posts was missing nor how it may have been detrimental to Reallusions progress.

Aside, the same errors happens here on purchase.
And the same above solution works every time within minutes. :cool:

By Wayne From Miller - 17 Years Ago

To whom it may concern.
Quote from my previous post
---------------------------------------------------------------------
My problem has yet to be resolved.
I like everyone else waited for the delayed release but while waiting decided to go for the update for Crazy Talk, figured ...hey it would give be something to do till the new iClone was available.
After several attempts it finally went through, but no e mail download link, just e mails that Credit Card was Denied. Checked with credit card company and a payment was made to element5.com for $ 89.60 . Hmmm
No Crazy Talk no Refund.
Went ahead and tried to order Power Bundle Pack III Pro anyway similar snafu.
Numerous e - Mails 20 and counting.
My order status is undetermined. The last contact I made was to cancel all orders and refund or credit my account $ 89.60. At which time I will order Power Bundle Pack III Pro hopefully using snail mail and a check.
It was suggested that I e mail my credit card info to place an order, didn't seem a good like idea to me given the circumstances thus far.
---------------------------------------------------------------
I don't feel that I am being overly demanding about not sending good money after bad.
I have not been contacted since Saturday, tho they were somewhat helpful and I was quite hopeful I'd at the least be on my way to purchasing iClone. Here again I sit at my keyboard no resolution to the $ 89.60 of mine that Element 5 has .... no iClone III on my computer ....and no real reason to believe that the situation will change in the near future.
This is by far the worst order experience I have had with any company in my 55 years.
Great Product Terrible Customer Purchase Experience
Wayne

By moviechick - 17 Years Ago

Hi Wayne
Have you tried going here:
https://cp.element5.com/esales/cp/login/index.html?sessionid=1009430527&random=c2c3b9284299d180088ce1edfd35f954

that is what I had to do. You can get all your order history and download links there. Just a thought.

Jo

By Jackly86 - 17 Years Ago

Hi Wayne

Would you please check the customer service thread again?

I've got informed by Element5, none of your previous orders have been processed successfully so there were no charges being made.

How to make the orders?

As suggested earlier, Reallusion is ready to take the order directly or you may try contact E5 US directly to complete the purchase.

Customer Service USA
Phone: +1 952 646-5022 (for calls from outside the U.S.)
or +1 800 406 4966 (for calls from inside the U.S.)

Customer Service USA
Phone: +1 952 646-5022 (for calls from outside the U.S.) or +1 800 406 4966 (for calls from inside the U.S.)

Please confirm again with our payment option.

Thanks
Jackie

Reallusion Sales Team

By Wayne From Miller - 17 Years Ago

Thanks Jo,
Been there done that....found the glitch ( with help from Reallusion ) and should be cloning soon.
Wayne

By Wayne From Miller - 17 Years Ago

Hi Jackie.
The way it was explained to me by the Credit Card company, the order was approved after Element5 checked to see if the money was available. So it looked like they recevied the money but none was taken. Elements5 contacted me that all orders have been canceled so the money is no longer available....confusing but settled.
I will contact you shortly with order info.
Thanks
Wayne

By anndee - 17 Years Ago

Wayne From Miller (8/19/2008)

Hi Jackie.

The way it was explained to me by the Credit Card company, the order was approved after Element5 checked to see if the money was available. So it looked like they recevied the money but none was taken. Elements5 contacted me that all orders have been canceled so the money is no longer available....confusing but settled.

I will contact you shortly with order info.

Thanks

Wayne

My experience: They are a world champion in cancelling orders. Gold medal to elements 5 in destroying :w00t: businesses
Maybe they have the wrong call center -partner. Those one, who collects bank and card data and no orders.........
Thats no joke, thats reality here in Germany and probably all over the world in those days...................:hehe:

By LocrianII - 17 Years Ago

What is wrong with the service around here? Why is there no phone numbers to this company. Being I made my purchase on the 9th of last month and am yet to get my order 100% filled, I'm trying my best to say this with a smile.

Why does my ticket sit in a data base unanswered for going on 54.5 hours?

Look, I understand there are glitches with IC3. I get that and understand it, and am willing to wait it out with everyone else wile this is fixed. But if I can't get this straightened out by the 9th of this month I will have wasted $450 on the extreme Elements/iclone package. And before my moneys wasted, PayPal will be back charging Reallusion and you can come get the pieces I did get. The reason I'm sounding like a jerk here is I only have 4 days max to get this worked out. My time for being a nice, complacent lil "newbie" is done.

EDIT: Well the squeaky wheel gets the grease. This issue got resolved this morning, 4 days shy of a month from the point of purchase. Thanks (finally) Kelly.

By Tcat - 17 Years Ago

Sorry to make my first real posting here such a downer. :crying:

element 5 Customer Service has been failing me all day.

1st I tried PayPal, then a Credit card.

I was able to purchase CT5.1 Pro through a 3rd party.
IT appears I cannot purchase Winia in any fashion outside of element 5... At least no place I can find.... Anybody have a suggestion on a site that sells models?

Looking to get up to speed on CT before I attempt to take on iClone....

By Peter (RL) - 17 Years Ago

Tcat (9/6/2008)

Have you followed the advice on the first page of this thread. If all else has failed you can contact sales directly.

By Harley Quinn - 16 Years Ago

I am also having major problems with Element 5, I have talked to them and they tell me to try a different credit card. I did and the payments keep not going through. I am so frustrated because I have been purchasing content packs with PayPal many times and never had a problem and then yesterday my payments no longer could go through. Element 5 just kept sending emails to try again. I sent a email to customer service to realillusion, haven't heard anything back yet. The gentleman from element 5 yesterday told me that realillusion would bump me back to him. Not sure how this will be resolved.

By Peter (RL) - 16 Years Ago

Harley Quinn (3/25/2009)

Hi Harley,

Sorry to hear you are encountering problems purchasing from Element 5. In cases where purchasing can't be completed it is possible for Reallusion to process the order manually. If you look at the first post in this thread there is a contact email for Reallusion Sales or you can use the support form to request this help.

http://www.reallusion.com/CustomerSupport/User/QForm.aspx

I hope you get this resolved soon.

By Harley Quinn - 16 Years Ago

Thanks Peter, your message gives me hope that realillusion can help. I already sent realillusion an email and have my trouble ticket but if they bump me back to Element 5 I'll ask realillusion to do my payment manually.
I'll let you know what happens.
-Harley

By randon - 16 Years Ago

Hello, anyone having trouble with the download link, I bought a Iclone pack at 4AM today and still cant download, the link element 5 sent me can't conect to the web server????

By Peter (RL) - 16 Years Ago

randon (4/4/2009)

Hello, anyone having trouble with the download link, I bought a Iclone pack at 4AM today and still cant download, the link element 5 sent me can't conect to the web server????

Hi,

Are you still having problems downloading iClone?

Have you checked that your firewall or security software is not blocking access to the web server? This sometimes can cause problems like this.

If you continue to have problems, then please try contacting Element 5 support so they can check the link or contact the Reallusion support department for further help.

http://www.reallusion.com/CustomerSupport/User/QForm.aspx

This should be able to be resolved quickly for you.

By musicaz - 16 Years Ago

i purchasediClone Props Pack:

By admin_5_20090922165040846 - 16 Years Ago

I had a different problem.

I went through the steps to order an upgrade from CT 5.1 to 6.0. After making payment, I was sent software keys for iClone Pro, in which I've never had any interest.

Since part of the process for the upgrade required entering the serial number for my CT 5.1 purchase, it's a little hard to believe that I actually entered the wrong product. Besides, I was charged the right price for the purchase I wanted, not the product I got.

Now I have to go through a lengthy refund procedure, involving a printed for and a fax, of all things. If the refund involves postal mail, (I live in rural Alaska, that could take weeks,) I probably won't make further purchases.

Customer service sent me a bizarrely worded response that said that I had indeed ordered iC but that their database showed I had ordered CT.

I apologize for venting a bit, but I have gone from excitement over the new version of CT to frustration due to the frustrations of navigating Reallusion's rather poorly designed website, obviously flawed online store, and linguistically challenged customer service.

By Peter (RL) - 16 Years Ago

admin_5 (8/12/2009)

Hi,

Sorry to hear of your problems upgrading from CT5 to CT6. That is very strange that you were given an iClone license number instead of the correct one for Crazytalk.

As you say you have been in contact with support have they resolved this for you yet? I'm not sure why you are going for a refund as it should be quick process of changing your download and license number to Crazytalk 6. Have you asked support to do this for you?

Please let me know if you are having difficulty with the support replies and I'll try and help.

Thanks for your patience while this is resolved and apologies for the inconvenience caused.

By admin_5_20090922165040846 - 16 Years Ago

I don't know why they want to go the refund route either.

The response I got on my ticket was:

We have double-checked your order: 289206065. It indeed is "iClone 3 PRO + 3DXchange 2 + Backup CD - iClone 3 PRO Edition". And in your purchase information in our database, there does have an oroder is "CrazyTalk 6 PRO + Animation ToolBox".

As you can see (once you decode the bizarre grammar) , they seem to be saying that I ordered the wrong product, and that I ordered the right product. (As the process required the entry of my CT serial number, I would expect that entering the wrong product wasn't very likely.)

I have to confess, that my frustration level is pretty high at this moment, so I'm going to just step back from this for the day.

I appreciate your concern.

By hanfan - 14 Years Ago

I beg to differ that their problems are solved. I JUST found out that I was charged $50 more than what my billed stated my total was. What's more there are numerous complaints about Element5/Digital River, whoever these people are, by others about being overcharged and charged for things they never ordered. Instead of thinking everything is fine with ordering products trhough the Content Store, be very skeptical. Be prepared to have to deal with your credit card company to be reimbursed for the over/fradulent charges. Personally, I've cancelled the credit card I used to purchase the products I got throguh the content store becasue I don't trust Elements5/Digital Rivers. And I am immediately ceasing doing any further business with Reallusion. :angry: